Q. What if my item hasn't arrived when I expected it to?
A. We send our items via First Class Royal Mail PacketPost from the UK or from Switzerland. Note that deliveries from Switzerland will still come via Royal Mail First Class post. Deliveries from the UK should arrive within 2 days and from Switzerland in only 2-3 days. The Royal Mail state that 90% of their First Class mail arrives the next day, but if yours doesn't they have the following advice:
Is it less than 4 working days since your mail should have arrived?
If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.
Is it 4 to 10 days since your mail should have been delivered?
If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection. You can locate your local depot here.
Have 14 days past since you item was posted to you?
The Royal Mail will now class your item as lost and we will either send you a replacement or give you a refund. Please send us an email, to [email protected]
, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence. We cannot refund or replace items that the Royal Mail has lost until 14 days have passed.
NOTE: Please make sure that your address details are entered correctly and accurately. We cannot be responsible for delivery problems caused by inadequate address details.